Eligibility Supervisor (Fixed-term)

County of Marin; San Rafael (CA); On-site; USD 90,000 - 110,000; Full time

Job summary

County of Marin seeks an Eligibility Supervisor to lead the Call Center/Continuing staff, ensuring timely, accurate determinations and exceptional customer service. The role reports to the Social Services Program Manager and participates in the Continuing Eligibility leadership team.

The ideal candidate brings experience supervising eligibility workers, mentoring staff, and coordinating with CalSAWS/CalHEERS/MEDS systems.

Qualifications

• Oversee staff performance, planning and evaluation.
• Strong customer service orientation in public assistance contexts.
• Ability to mentor and develop employees and teams.
• Experience with public-facing coordination and partnerships.

Responsibilities

• Oversee Call Center Team management for eligibility operations.
• Monitor performance metrics and caseload data for timeliness and accuracy.
• Maintain positive relationships with county and community partners.

Skills

Staff supervision

Call center management

Customer service

Interpersonal communication

Tools

CalSAWS

CalHEERS

MEDS

Job description

At the County of Marin, our employees overwhelmingly report feeling their work is meaningful, they like the work they do, and they are proud to tell people “I work for the County of Marin.” Discover more about us, our values and our organizational culture on the Department of Human Resources website. Read on to find out more about this opportunity.

DEPARTMENT OF HEALTH & HUMAN SERVICES

At Health & Human Services, we serve our community through the values of support, unity, trust and excellence with one common goal: to promote and protect the health, well-being, safety and self-sufficiency of all in Marin. Join our team of bright, committed, and energetic people who also want to make an impact through public service.

The Eligibility Supervisor position reports to the Social Services Program Manager and is part of the Public Assistance leadership team. This Supervisor is responsible for planning, organizing and overseeing the work of the Call Center/Continuing staff at 120 North Redwood, as part of the Continuing Eligibility leadership team. They provide direct supervision of Eligibility Worker positions. The duties of the Eligibility Supervisor include: Oversee Call Center Team management, using CalSAWS and CalSAWS Contact Center applications to ensure adequate phone coverage and excellent customer service. Monitor call center and continuing operations using key performance indicators and caseload data to ensure timely and accurate service and determinations. Maintain positive relationships with county and community partners.

The Eligibility Supervisor will provide regular review and evaluation of the work for each of the staff members and will provide ongoing guidance and support to the staff as needed. For more specific information regarding this position, please contact Monica Castillo at [e-mail] or 415-847-8010.

Fixed-Term:

This is a 24 month fixed-term position.

This position is budgeted for 24 months. However, there may be opportunities for the hired individual during this time-period to move to a regular, ongoing position as other vacancies or promotional opportunities occur, or the position may be funded and convert to an ongoing position. Fixed-term employment ends when the position’s funding finishes, or the work is completed. Employees in these positions are exempt from the County’s policies regarding lay-off order and reduction-in-force rights.

OUR HIGHLY QUALIFIED CANDIDATE

The ideal candidate will be flexible and able to switch focus when needed to best support the changing needs of the staff and programs. They will be able to work very independently to problem-solve as the need arises to maintain continuity of operations. They will have experience mentoring staff and evaluating work performance. In addition, the ideal candidate will be a strong leader with the ability to foster collaboration among multiple partners both inside and outside the county organization. They will be strongly committed to providing excellent customer service both to clients and to community partners. They will be able to motivate staff, further develop staff knowledge and strengthen employee performance. They will have the ability to act as a positive role model for staff and will demonstrate the ability to effectively communicate in both individual and group settings. Finally, the ideal candidate will have expert knowledge of Public Assistance Programs and strong technical skills in the use of the CalSAWS, CalHEERS and MEDS systems.

QUALIFICATIONS

Knowledge of

• General principles and practices of employee supervision, including work planning, assignment, review, evaluation and employee training.
• Federal, state and local laws, rules and regulations governing eligibility and grant determination for multiple public assistance programs.
• Techniques of case management.
• Terminology, screens and operating procedures related to the Statewide Automated Welfare System.
• Interviewing and information-gathering techniques.
• The functions, programs and procedures of a County social services department.
• Sources of information necessary to determine eligibility.
• Standard office practices and procedures and the use of standard office equipment.
• Record keeping practices and procedures.
• Business mathematics.

Ability to

• Plan, organize, review and evaluate the work of others.
• Train staff in work procedures.
• Interpret, apply and explain complex laws, rules, regulations, policies and procedures.
• Review and interpret legal documents.
• Review evaluate, correct and make appropriate recommendations regarding selected cases.
• Identify when computer output is inaccurate, determine the reason(s) and taking appropriate corrective action.
• Detect and evaluate potential fraud.
• Utilize SAWS hardware and software effectively.
• Make accurate mathematical calculations.
• Determine eligibility for all grant programs, including food stamps, AFDC and state or County medical care.
• Prepare clear, concise and accurate reports, correspondence and other written materials.
• Interview effectively and make appropriate referrals to other agencies and programs.
• Interact effectively with persons who may have emotional and/or physical problems.
• Establish and maintain cooperative working relationships with those contacted in the course of the work.

MINIMUM QUALIFICATIONS

Either one year of experience performing duties comparable to the Eligibility Worker III class or two years of experience in performing duties comparable to the Eligibility Worker II class. Experience must have included working with multiple public assistance programs and use of SAWS.

SPECIAL REQUIREMENTS

Candidates selected are subject to fingerprinting by the Sheriff's Department and must pass a Department of JusticeLiveScanbackground check prior to appointment.

Disaster Service Workers:

All County of Marin employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employeesare required tocomplete all Disaster Service Worker-related training as assigned, and to return to work as orderedin the event ofan emergency.

Equal Employment Opportunity Employer:

If you have questions regarding equal employment opportunities, please contact Roger Crawford, Equal Employment Opportunity Director, at 415-473-2095.